New Descriptive Codes!

Many of you make vigilant use of the resolution and descriptive codes as you end your AskAway sessions.  Up until now use of the descriptive codes has been fairly random, as we didn't have control over the list of available codes.  QuestionPoint has recently provided the ability to customise codes, so we've identified and defined a new, MUCH SHORTER list of AskAway descriptive codes to make your job easier.  Read on to learn more....

What are the new descriptive codes?

A complete list of the AskAway descriptive codes and their definitions can be found here:

The codes have been selected to capture evaluative information on use of the AskAway service as a whole.  We tried to keep the list as brief as possible, and attempted to capture data that might not otherwise surface (i.e. via keyword search of transcripts).

How do I decide which descriptive codes to use?

Given the definitions provided, use your own judgement when deciding if a descriptive code is an appropriate description for your session or not. Up to four descriptive codes may be applied to each session.  Any suggestions for additions/deletions/clarifications are welcome - let me know.

How do I assign descriptive codes to my AskAway session?

At the end of your session, after you click End Session, you'll be asked to apply a Resolution code (Answered, Lost Call, or Practise).  Then click on Add Description, and you'll be given the option to apply up to four descriptive codes to your call - click Add after each one.  Then click on Close to completely close your session.  For detailed instructions, refer to the Software Manual on the Portal: <>

Why are there no subject-based descriptive codes?

Subject-based descriptor codes have not been included because key-word searching of transcripts is available and will provide more nuanced data than subject codes.

What kinds of data can we get from descriptive codes?

Descriptive codes will allow us to gain a better understanding of how our patrons are using the service.  For example, they'll tell us how many questions are in-depth reference versus ready reference, directional, circulation, citation or e-resource access questions.  They'll help us track usage from unaffiliated patrons, first-time users, and pranksters.   They'll also help us identify turn-aways and give us better data on the impacts of high traffic.

Questions?  Concerns?  Let me know!